Brits who need energy bill support the most may be missing out due to a lack of clarity over rules set by the Government, charities have warned.
The energy bill support scheme was first set out by Prime Minister Rishi Sunak back when he was chancellor.
It meant all households were to receive a £400 discount on bills in a total of six instalments, the first of which was paid last month.
But while most households are having their discounts applied automatically, those on traditional prepayment meters are not.
Those using prepayment meters will instead either receive vouchers or automatic credit at top-up points.
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The National Energy Action (NEA) now says there is a “significant risk” households on older prepayment meters won’t be able to redeem vouchers.
Some vouchers have even been addressed to the wrong name, or include incorrect details, the charity has said.
Peter Smith, NEA’s director of policy, warned households faced “significant challenges accessing this government support, despite being at acute risk”.
“We’re finding vouchers are being sent out with the wrong name or incorrect personal details.
"Because (in-store payment service) Payzone aren’t taking part in the scheme, some customers are having to travel long distances to access support."
He added that the charity have been trying to warn those with older meters to contact their suppliers themselves to ensure they receive the support they're entitled to.
He said: “We are also talking to government about what contingency could be made to ensure these customers get equivalent support if the redeem rate doesn’t improve before the end of March, when the scheme is due to end.”
It come as government data shows 42% of vouchers for customers with older prepayment meters are yet to be redeemed.
The NEA say this could be an “alarming early indication that those most in need could miss out.”
Mr Smith added: “Households using older prepayment meters face significant challenges accessing this government support, despite being at acute risk.
"If they cannot afford to top up, they will lose access to energy entirely – self-disconnecting and trying to survive the stark consequences that go with no heat or power in the home.
"These latest statistics are therefore very worrying and while we hope that many households who have received these vouchers are still waiting to use them when the weather turns colder, it could be an early indication that those most in need could miss out on this vital support.”
A BEIS spokesperson said: “All Energy Bills Support Scheme vouchers for October and November have been dispatched by suppliers. If customers have not received them, or are having difficulties in redeeming them, they should contact their supplier.
"We appreciate some customers need to travel to redeem their vouchers at the outlet designated by their supplier.
"Customers should be assured that each monthly voucher is valid for 90 days and even in the event that they haven’t redeemed a voucher within the 90 days they can speak to their supplier as the voucher can be reissued.”
